Border, bag drop tech boosts passenger satisfaction at airports, says SITA
30 June 2017 05:32 GMT

Passenger satisfaction is higher during the airline journey when self-service technologies are used, particularly at bag tag and collection, and passport checkpoints.

This is according to the 2017 SITA Passenger IT Trends Survey, a global survey released today by IT provider SITA and co-sponsored by Air Transport World. The survey shows that passengers rate their journey very highly with an overall satisfaction rate of 8.2 of out 10 but this is boosted even further when technologies such as mobile services and biometrics are used.

Ilya Gutlin, President, Air Travel Solutions, SITA, said: “Passengers are increasingly comfortable with the use of technology in their everyday lives, and they are demanding more services as they appreciate the benefits technology can bring to their journey. Airports and airlines can take note that technology solutions can boost passenger satisfaction every step of the way.”

In the global air transport industry, identity checks are a vital element of the passenger journey. SITA’s survey shows that technology, such as biometrics, can support security while offering a better passenger experience. Automated identity checks at passport control and boarding increases passenger satisfaction.

A total of 37% of travelers surveyed by SITA used automated ID control on their last flight. Of these, 55% said they had used biometrics at departure security, 33% for boarding and 12% for international arrivals. Looking forward, 57% of passengers said they would use biometrics for their next trip.

Passengers who use biometrics are highly satisfied. In fact, they rated the experience 8.4, well above the ratings for face-to-face transactions at passport check (8) and boarding (8.2), demonstrating passenger acceptance of this secure technology to deliver a seamless journey.

Baggage collection is another area where technology is improving the passenger experience. Airlines and airports are helping to relieve the anxiety of waiting for bags to arrive by providing real-time information to passengers. On their last flight, more than half (58%) of passengers who checked in bags received real-time bag-collection information upon arrival.